Guest Services Team Lead

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Rotana Hotel Management Corporation Full time

Job Title: Guest Services Team Lead

Job Summary

We are seeking a highly skilled and experienced Guest Services Team Lead to join our team at Rotana Hotel Management Corporation. As a key member of our Front Office team, you will be responsible for providing exceptional customer service and ensuring that our guests have a memorable experience at our hotel.

Key Responsibilities
  1. Guest Service Delivery

Extend personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests.

Guest Amenities and Services

Prepare and coordinate the distribution of guest amenities, welcome letters, and fruit setups for VIPs and long-stay guests.

Hotel and Local Services

Maintain an up-to-date knowledge of the hotel and local services, supply information, respond to guest queries, and promote inter-hotel sales and in-house facilities.

Guest History and Profiles

Maintain and update guest history profiles through the Opera guest profile system.

Arrival Reports and Room Blocking

Review and prepare next day's arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated.

Room Allocation and Communication

Block rooms ensuring allocation according to guest expectations, utilizing guest history, and communicate with all related departments to create awareness of any special requirements.

Courtesy Calls and Daily Log

Give courtesy calls and complete the daily call log as per established guidelines.

Requirements

Education, Qualifications & Experiences
You should ideally have a degree in the hospitality field with previous experience in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literacy and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well-versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and 'switched on' person with an outgoing, charismatic, and approachable character. You should work well under pressure in a fast-paced environment and be a great team player who thrives in working with a multi-cultural team and guests alike, while possessing the following additional competencies:
  1. Understanding Hotel Operations
  2. Effective Communication
  3. Planning for Business
  4. Supervising People
  5. Understanding Differences
  6. Supervising Operations
  7. Teamwork
  8. Adaptability
  9. Customer Focus
  10. Drive for Results

Job Location: Riyadh, Saudi Arabia

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